Customize Send AS/From Email for Major Incident Communications using Workbench Communicate option

[PhaG]

Hi All,

First, thanks for extending the supporting and helping each other as a community. Appreciate it.

My Question: We are working on getting Major Incident Management Workbench communication and looking to see how to send the email as (Send As/From) changed to the one we want instead of the default email ID associated with our ServiceNow instance.

For example: I have my template ready with TO, CC, and optional BCC auto populated by default the emails goes from ServiceDesk email ID (such as ServiceDesk@abc.com) but the leadership wants it to be a different email only for the Major Incident Communications (such as MIComms@abc.com rather ServiceDesk@abc.com).

Is this possible to customize the communication with MIComms@abc.com just for the Major incident Communications sent using the communicate tab/option while the instance email remains same as ServiceDesk@abc.com.

Please let me know if my question is not clear or need more info. 

#washigtonDC #Xanadu

Thank you again.

[Viraj Hudlikar · Accepted solution]

Hello @PhaG 

To change the "From" email address for Major Incident Communications in ServiceNow, you can configure the Email Client Template to use a different sender address. Here’s how you can do it:

1. Enable "Display From" Field:
   • Navigate to System Notification > Email > Email Client Configuration.
   • Ensure that the Display From field is enabled.
2. Create a New "From" Address:
   • Go to System Notification > Email > Email Client From Address.
   • Click on New to create a new entry.
   • Enter the desired Label (e.g., "MI Communications") and Email Address (e.g., MIComms@abc.com).
3. Update the Email Client Template:
   • Navigate to System Notification > Email > Email Client Templates.
   • Open the template used for Major Incident Communications.
   • In the Sender Configuration section, select Select From List and choose the new entry you created in the previous step.
4. Configure the Notification:
   • Ensure that your notification is set up to use the updated Email Client Template.
   • Verify that the TO, CC, and BCC fields are correctly populated as per your requirements.

By following these steps, you can ensure that emails sent for Major Incident Communications will come from the specified email address (e.g., MIComms@abc.com) instead of the default ServiceDesk email.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[PhaG]

Thank you @Viraj Hudlikar. I sincerely appreciate it.

[Community Alums]

Hello Viraj,

We have configured the custom from address and email client template as you described. We were able to send notifications from MI Workbench but not from workspace(SOW).

We are getting following error:

Could you please help to sort this issue.

Thanks

Sharath

[jean-pauldehaas]

Hi @Viraj Hudlikar ,

do you know if its possible to make sure that user cannot reply on the comm email that is being send from the MI workbench ?